Salesforce: How Assembled Voice Agents Create Cases

This article explains how Assembled’s Voice AI integrates with Salesforce to create or enrich support cases during customer phone calls.

Requirements

Before using Voice AI with Salesforce, ensure:

• Salesforce is authenticated with Assembled via the Assembled product interface.

Overview

Assembled Voice AI processes every customer call and ensures a Salesforce Case is created or enriched with the full context of the conversation—whether the call is handled by the AI or handed off to a human agent.

1. Live Call Flow

During the call:

• The Assembled AI agent interacts with the caller, generating a real-time transcript.

• Calls can end in two ways:

  • Contained – the caller hangs up or the AI resolves the issue.

  • Handed Off – the call is transferred to a human agent.

Regardless of the path, a Salesforce Case must capture:

• Call summary

• Call transcript

• Relevant customer or contextual information

2. Contained Call Path

For calls handled entirely by the AI agent:

1. Assembled creates the Salesforce Case directly using the Salesforce REST API.

2. The created case includes:

   • Summary

   • Transcript

   • Associated metadata

This ensures full documentation of automated conversations.

3. Handed-Off Call Path

When a call transitions to a human agent:

3.1 Case Creation & Screen Pop

1. A Salesforce Case is created automatically by the customer’s telephony/CTI system.

2. When the agent answers the call, Salesforce performs a screen pop that opens the created case.

Typical telephony + Salesforce CTI setups include (non-exhaustive):

• Amazon Connect + Service Cloud Voice

• Genesys + Open CTI

• Twilio + Twilio Flex Integration

• RingCentral + RingCentral Open CTI App

These systems are responsible for:

• Detecting the incoming call

• Creating the Salesforce Case

• Triggering the screen pop for the agent

3.2 How Assembled Detects the Case

Assembled integrates tightly with Salesforce to match the newly created case with the Voice AI conversation:

1. Incoming-call-created Cases are detected by a Salesforce Apex Trigger.

2. The Apex Trigger notifies Assembled that a new case was created from an incoming phone call.

3. Using this signal, Assembled matches the Salesforce Case to the corresponding Voice AI conversation.

3.3 Enrichment of the Case

Once a match is found:

1. Assembled updates the Salesforce Case using the Salesforce REST API.

2. The case is enriched with:

   • AI-generated call summary

   • Call transcript

   • Any other relevant call metadata

This ensures agents have full visibility into the Voice AI portion of the conversation.

Need Assistance?

Contact Assembled Support if you need help configuring your Salesforce integration or connecting your telephony provider to Voice AI.